Application Support Specialist

Decisions is a fast-growing, private-equity-backed technology company that provides an integrated workflow and rules platform for business process automation (BPA). Trusted by top Fortune 500 firms and SMBs worldwide, Decisions empowers diverse industries around the globe to streamline and improve their processes, enhancing efficiency and yielding results, regardless of technical expertise. This no-code automation platform seamlessly integrates AI tools, rules engines, and workflow management, enabling the transformation of customer experiences, modernization of legacy systems, and the achievement of automation goals three times faster than traditional software development.

The Application Support Specialist will be responsible for owning a caseload of customer support tickets and resolving issues presented through the recommendation of best practices, troubleshooting, or product training. Additionally, the Application Support Specialist works closely with the Development and QA teams to identify, resolve and release fixes to product defects encountered. This is a communication-heavy role. Interested individuals must be comfortable getting on video calls and utilizing other communication mediums to solve problems. This role requires the ability to write detailed documentation in order to maintain a comprehensive knowledge base. Ideally, the Application Support Specialist will be engaged in thoughtful leadership, best practice development initiatives, and employee training.

This position is on-site at our HQ in Virginia Beach, VA.

Key Objectives

Objective #1 : Serve as the first point of contact for customers seeking technical assistance over phone, email, chat, and other communication mediums

• Schedule and coordinate meetings to review and solve customer issues
• Take detailed notes and record events / problems in the appropriate knowledge base
• Maintain consistent communication with customers for open issues
• Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue

Objective #2 : Perform remote troubleshooting of customer issues over web meetings and email

Objective #3 : Train customers on the use of Decisions

Objective #4 : I nvestigate, test, and submit product defects to the engineering team for redress

Specialized Experience